Do I really need to set up an account?
If you want to shop at Hoiisa, it’s not necessary to have an account, but there are benefits in having one. Hoiisa account users can:
1. Review past purchases.
2. Create your own personal ‘Wish list’ to keep on a record on all the things you like.
3. Keep up to date with all the hottest news, ‘Insider scoop’ and new products.
4. Save all the important details like your address and contact details for a faster shopping experience.
What should I do if I am having trouble logging in to my Hoiisa account?
If you already have an account with us and you can’t log in, go to the ‘Forgot password’ button and we’ll send you an email to help you reset your account. If you’re not having any success, please email email@example.com and we’ll gladly assist. Please note, for security reasons we can’t send your old password via email.
Will my personal information be confidential?
Yes absolutely! Whatever information you give us through our website is stored on secure servers. Payment transactions carried out will be encrypted using Secure Socket Layer technology, spam protection and security plugins – these all protect our website and your personal information. Bear in mind though that it’s your responsibility to keep any passwords or login codes chosen by you confidential.
Where does Hoiisa ship to?
Hoiisa ships to the United Arab Emirates; we will ship to the rest of the GCC by end of the year.
Is there a shipping fee cost?
You’ll be pleased to hear that orders over 250 AED are shipped free of cost within UAE. However, orders below 250 AED will be charged at the standard fee of 25 AED.
Can I change my delivery details?
You can only change your delivery details if the products haven’t been dispatched. If, however, you have received an email informing you that your order has been dispatched, we won’t be able to change your address. Please note that a change to an address outside of the original delivery country cannot be accepted. If you’re unsure, our customer care team may assist with changing your preferred delivery date and address. Please email firstname.lastname@example.org.
Are your products safe for pregnancy?
Yes, most of our products are safe for pregnancy. But please check the ingredients before you purchase and use them because some may contain retinoid, which are advised not to be used during pregnancy or breastfeeding. Also, some women prefer to not use any essential oils. We advise you to check with your doctor if you have any allergies to any ingredients listed for each product. We cannot take responsibility for any bad reactions and we may refer you to the manufacturer, requesting that you deal with them directly.
Are any of your products tested on animal?
We’ve made sure the brands we sell are not test on animals. We love animals very much and we have thoroughly screened the brands to make sure none are tested on animals.
Are your products vegan?
Most of the products sold at Hoiisa are vegan, but not all. For instance, some products may contain beeswax. You can check exactly what products are vegan by clicking on our ‘Shop by ethos’ page.
Are your products gluten free?
Some of our brands are gluten free like Rahua and Tabitha James Kraan for example. You can check exactly what products are gluten free by clicking on our ‘Shop by ethos’ page.
How do you select your products?
The Hoiisa experts have tried and tested all the brands on sale on the website. Each product has been specially screened and fit with our ethos and beliefs about conscious, clean and sustainable beauty and consumerism. For more information click here.
Does Hoiisa sell recycled products?
Yes, Hoiisa works with brands that take sustainability seriously. Recycled packaging is an important factor for us. We are currently looking for a company in the UAE that we can work with to recycle all Hoiisa products. All the brands we work with have considered recycled packaging. At the moment, Shirley Conlon offer a recycling and refill programme for their customers.
Products and orders
How do I make a purchase?
We’ve made it simple for you. Browse the site via the labelled categories i.e. Bath & Body, Skincare etc… Click on the product of interest, add the quantity and click ‘Add to bag.’ Now check your shopping bag on the top right of the page. If you wish to continue shopping, click ‘Continue shopping.’ When you are ready to look through all your products, visit your shopping bag and select ‘Secure checkout.’ If you want to delete anything you can before checkout. Simply follow the simple prompts to complete the checkout process. For further help, please contact us on email@example.com.
I saw something I love, but now it is gone. Can I can still buy it?
Yes, but only when it’s back in stock. Go to the product page and add to ‘Wish list’ and we will send you an email once the item is in stock.
I have sensitive skin, what products can I use?
Our products are safe for sensitive skin. However, if you visit ‘Shop by category’ followed by ‘Shop by ethos’ or ‘Shop by skin concern’ you will see a full list of the categories that the products fall under.
How can I track my order?
You will receive a status update on email. If you have an account with Hoiisa, log on to your account to view the order with your tracking number. Contact firstname.lastname@example.org with your tracking number if you have any issues.
How do I search for a specific item?
Using the search bar in the top right-hand corner of the page, you will be able to search by brand or product category. If you are unable to locate the item you are looking for, please email our customer care team at email@example.com.
How long does it take for my order to process?
If all the items in your order are in stock, orders placed before 12.00 PM (Sunday to Thursday, except holidays) will be delivered the next day. Orders received after midday will be processed the following business day.
I’ve not got an order confirmation, was my order successful?
Usually an email confirmation is automatically sent out once your order is complete, but if you have a Hoiisa account, you can log in and check your order history and see if the order is listed. However, if you haven’t got an email confirmation there may be three reasons why:
1. You might have sent us the wrong email address, so please check it’s correct.
2. Check your junk folder because the confirmation may have been blocked.
3. There may have been a ‘time-out’ issue at checkout or a dropped internet connection at the time of purchase, so your order wasn’t complete.
If there’s any confusion, contact our team on firstname.lastname@example.org who will be able to confirm the payment and order status.
What happens if I have been sent the wrong product?
We’re sorry if we’ve mistakenly sent you something other than what you ordered. We’ll rectify the situation as soon as possible. Please contact email@example.com when you receive your package, along with photographs of what you have received. Photographs help us to quickly react to any order issues, as well as to substantiate any claim we may need to lodge.
I’ve suffered a reaction to a product, can I send it back?
We suggest you immediately stop using the product if you suffer an adverse reaction or if the product is defective. Please be aware that we cannot accept responsibility and may refer you to the manufacturer, requesting that you deal with them directly.
Is my package insured and will I need to sign for it on arrival?
To ensure that your purchases arrive safely and in tip-top condition, we require proof of delivery. All your purchases are insured against theft and accidental damage whilst in transit from Hoiisa to your shipping address. A signature will be required on arrival. However, someone can sign on your behalf if you are unavailable. Once your package has been delivered and signed for at your specified address, it’s no longer covered.
How long will it take to receive my delivery?
Orders will be processed and delivered within 2 – 3 business days in the UAE and 5 – 7 days everywhere else in the GCC.
How do I qualify for free delivery?
Free delivery is offered for orders above 250 AED. Dubai orders below 250 AED will have a fee of 25 AED for next day and 2 – 7-day delivery. For other areas in the UAE, orders below 250 AED will have a fee of 50 AED for next day and 2 – 7-day delivery.
Does Hoiisa ship to multiple addresses?
We will only deliver to one address for each order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.
What if the products arrived damaged?
We hope this is never the case. If your order arrives damaged, please email photographs of how you have received the products, including pictures of the package to firstname.lastname@example.org so we can arrange a new one to be sent if deemed appropriate. We advise you to keep the product and packaging of the damaged goods until the issue has been resolved .
My order arrived incomplete, what now?
Sorry, our team are careful that all orders are correct, but occasionally mistakes do happen. Please bear with us, if something is missing and you’ve not been advised of a stock shortage, or you’ve received an unexpected item, please email email@example.com as soon as possible. Once we receive your email we will arrange that your product will be sent out to you. If we’ve sent you a product that you’ve not ordered, please email a photograph showing what you’ve received so we can speedily and efficiently rectify the situation.
Do you charge VAT?
VAT is charged at 5% on all orders sold and shipped within UAE. The advertised product prices on the website are inclusive of VAT.
Do you offer any promotions?
All promotions come with certain terms and conditions during its validity. Promotions cannot be combined with any other promotions. We don’t do any cash giveaway promotions.
How can I keep track of all the items that I want to buy or reorder?
If you love something add it to your wish list. You can keep track of your most loved products, or the products you want by clicking on the heart icon next to any item. Access ‘Wish list’ from all of your devices by signing into your account and going to the ‘My account’ page. Once there, click on ‘Wish list’ on the left navigation bar.
Returns and cancellations
Can I cancel a product?
If the shipment has not left the warehouse, the order may be cancelled. If the shipment has already left the warehouse, we won’t be able to cancel the order.
What is the returns policy?
Once a product is dispatched you will not be able to return it. We also don’t offer exchanges. We do offer full refunds on eligible returns.
My return has been incorrectly refunded. What should I do?
We are sorry this may be the case. If you were expecting a refund and were not given the full amount it may be because we do not refund delivery, shipping and handling costs. Email firstname.lastname@example.org if you have a query.
How do I contact you for help?
Please make sure Hoiisa emails are allowed in your inbox so that all notification emails do not end up in your junk mail and are missed. To ensure you receive our emails add email@example.com to your contacts.
Can I ask advice from a Hoiisa expert?
Newsletters / Mailing list
How do I change my email address for receiving newsletters?
At the bottom of every issue you have the option to ‘Manage preferences’. Please use this option if you want future Hoiisa news delivered to a different email address.
Working with Hoiisa
Are you hiring?
We are currently not hiring at the moment.
Do you collaborate with companies, social media influencers and bloggers?
We love to work with companies, bloggers and social media influencers who have an aligned interest with our ethics as a company. We would love to hear from you if you think you fit our brand. Please contact firstname.lastname@example.org if you are interested.